Support Specialist – Technology Solutions

🔥 8 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Foundation for California Community Colleges

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

📚 Education

🤝 Non-profit

🌍 Social Impact

Education • Non-profit • Social Impact

Foundation for California Community Colleges is a nonprofit organization that partners with the California Community Colleges system to promote equitable outcomes and economic mobility for Californians. With over 25 years of service, the foundation operates innovative programs focusing on student success, workforce development, equity, community impact, climate action, and system support. It aims to enhance opportunities for nearly 2 million students across California's community colleges, advocating for resources, benefits, and opportunities that empower individuals and create lasting positive impacts. As a hub for collaboration, it works to develop a diverse, well-prepared workforce and foster sustainable, equitable communities.

📋 Description

• Serve as the first point of contact for user support across web and mobile applications • Build deep expertise in a primary product and expand support to additional applications • Resolve customer inquiries accurately and in a timely manner • Follow up to ensure a positive customer experience • Identify and develop comprehensive user support processes • Reproduce raised issues and thoroughly document each user interaction • Conduct user account reviews and audits while upholding security standards and policies • Conduct test scenarios to ensure error-handling processes perform as expected • Investigate system performance and configuration changes • Manage escalations and perform root-cause analysis • Identify trends to drive proactive improvements • Lead user training primarily through online sessions, with occasional in-person training

🎯 Requirements

• Must reside in California • Minimum of five (5) + years of experience in a service-oriented, customer-facing role • Minimum of two (2) + years of utilizing a user support ticketing system; preferably Zendesk Support or Jira Service Management • Experience with Microsoft Office, Google Suite, Zoom, and other digital systems, platforms, and tools that support collaborative work required • Experience managing projects required • Experience developing and achieving Key Performance Indicators • Knowledge of Agile project management methodologies and techniques (Scrum, Kanban, etc.), as well as other disciplines of project management • Experience supporting iOS and Android mobile applications and troubleshooting web-based applications via browser Developer Tools is highly preferred • Experience with Atlassian products: JIRA, Confluence, and Service Desk; experience using JIRA to track project tasks is preferred • Experience with HTML5, CSS, and Regular Expressions is a plus • Strong technical acumen • Ability to communicate clearly and patiently with users of varying technical backgrounds • Passion for learning and helping others

🏖️ Benefits

• Competitive compensation • Generous PTO • Holidays • Medical, dental, and vision plans • Flexible Spending Accounts • Health Savings Accounts (HSA) • Employee Assistance Program (EAP) • Wellness offerings • CalPERS retirement program • Optional 403(b) and 457 Retirement plans • Tuition reimbursement • Public Service Loan Forgiveness certified employer • Remote-first philosophy • Professional development commitment • Shared leadership opportunities